Key technologies of AI in customer service system

Zheng WANG; Hua REN; Xuhai LU

doi:10.11959/j.issn.1000-0801.2018302

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Key technologies of AI in customer service system

Column:artificial intelligence technology and application | 更新时间：2024-06-05

- Key technologies of AI in customer service system
- Telecommunications Science Vol. 34, Issue 12, Pages: 84-91(2018)
- 作者机构：
- 作者简介：
- 基金信息：
- DOI：10.11959/j.issn.1000-0801.2018302
  CLC： TP391
- Published Online：2018-12，
  
  Published：20 December 2018
- 稿件说明：
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Zheng WANG, Hua REN, Xuhai LU. Key technologies of AI in customer service system[J]. Telecommunications science, 2018, 34(12): 84-91.
DOI：

Zheng WANG, Hua REN, Xuhai LU. Key technologies of AI in customer service system[J]. Telecommunications science, 2018, 34(12): 84-91. DOI： 10.11959/j.issn.1000-0801.2018302.

摘要

客服体系架构中，人工坐席、工单处理等环节需要大量的人工操作，成本较高，效率相对较低，而且会有一定比例的问题及故障无法找到责任方甚至无法解决。在客服体系中，引入人工智能技术后，在一定程度上可以解决这些问题，降低成本并提高客服的整体效率和效果。分析了人工智能应用于客服体系的关键技术，包括语音识别、语音合成、自然语言处理等。就新技术在运营商客服体系中的应用进行了探讨，并通过简单实例阐述了在实际应用时的效果。

Abstract

In the customer service system structure

manual seats

work order processing and other links require a lot of manual operations and participation

the cost is high

the efficiency is relatively low

and there will still be a certain percentage of problems and failures that can’t be found and resolved.In the customer service system

the introduction of artificial intelligence technology can solve these problems to a certain extent

reduce costs and improve the overall efficiency and effectiveness of customer service.The key technologies which could be applied to the customer service system in AI were analyzed

including speech recognition

speech synthesis

and natural language processing.The application of new technology in the customer service system of the operator was discussed.The effect in practical application was illustrated by an example.

关键词

Keywords

references

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